Surface Pro 7 shutting down randomly

Anonymous
2019-12-20T02:39:27+00:00

If the device stays idle for a minute it directly shuts down. I have checked all the sleep and power settings and that's not an issue. I see this was an issue in previous versions too. **Any fix?**There are some answers to this which might have worked for some (marked as answer), but definitely not for everyone. If you face it, I strongly recommend returning it as the stress during this whole process is ridiculous and not worth it.

UPDATE:

After going through returning and rebuying 4 surface pro 7 devices (thanks to Costco). I decided to ditch it. The worst part is that Costco has essentially banned me from buying any laptops from them, even though I repeatedly told them that the devices were having issues.  I just loved the device for its utility and I really wanted it to work out. Microsoft and Costco should beashamed** of this.

The first 3 devices were returned in <1-2 months. The 4th one stayed longest (3 months), not because it was perfect but because of the pandemic. I loved the device in general. I was hoping I would not have problems with the 4th device. I did not have the random shutdowns but I started having

  • sudden blue screens with faulty_hardware error
  • the display would just temporarily turn off even though the machine is working(happened during a zoom call, when they could still see and hear me but my screen was black)
  • The s creen had a 2cm square with distorted pixels (picture), out of the blue while I was working. It went back to normal automatically 
Surface | Surface Pro | Display and screen

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments
Answer accepted by question author
Anonymous
2020-06-30T19:12:55+00:00

Hey Everyone,

A fix is now available for the unexpected device shutdown through Windows Update:

Surface Pro 7 June 2020 update, https://support.microsoft.com/en-us/help/4526363/surface-pro-7-update-history

Surface Laptop 3 with Intel processor June 2020 update, https://support.microsoft.com/en-us/help/4526150/surface-laptop-3-update-history

Thanks,

BryanH [MSFT]

Was this answer helpful?

8 people found this answer helpful.
0 comments

510 additional answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2020-05-20T09:58:05+00:00

    I wonder if part of the problem is that the person who started this thread
    marked your work around post as the ANSWER..

    Was this answer helpful?

    0 comments
  2. Anonymous
    2020-05-19T22:33:18+00:00

    Just for the notes: 6 months after the first entry appeared in this forum and hundreds of posts later there is still no official solution available. Why doesn't Microsoft have the courage to recall the devices if they can't provide a software based solution?

    Great question. How long do we have to wait for action from Microsoft??

    Was this answer helpful?

    0 comments
  3. Anonymous
    2020-05-19T20:02:14+00:00

    Just for the notes: 6 months after the first entry appeared in this forum and hundreds of posts later there is still no official solution available. Why doesn't Microsoft have the courage to recall the devices if they can't provide a software based solution?

    Was this answer helpful?

    0 comments
  4. Anonymous
    2020-05-19T03:53:46+00:00

    Try Device manager-> System Device -> Intel Management Engine Interface -> Power Management tab, uncheck "allow the computer to turn off this device...." Let me know if this work. 

    Spot on buddy!!!! Option 4 didn’t work for me,  but this little trick did it!! 

    I would like to known if there is collateral damage changing this setting, however I’m happy my SP7 is not shutting down randomly anymore. 

    Thank you man!!

    Was this answer helpful?

    0 comments